Customer Support Engineer

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You'll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

Responsibilities

** Position is based in Beaverton, OR.  **

The Customer Support Engineer (CSE) is primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The Customer Service Engineer represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down-time and may provide assistance to Installation Engineers in resolving problems.

• Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site. 
• Ensure equipment enhances customer production. 
• Repair and modify equipment at customer facility.
• Evaluate equipment to determine type and extend of problem.  Repairs involve board-level troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes and no standard procedures exist.
• Repair of system level issues are based on CSEs technical knowledge, education, and training. Board vs.system level troubleshooting is split ~50/50.
• In analyzing and diagnosing equipment issues, CSEs may access and determine a problem exists in customer process such as chemical leaks or contamination and as a result may recommend shutdown of customer fab due to unsafe conditions. CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues.
• Prepare quotes for customers based on labor, travel expenses incurred, and parts needed. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.
• Cross train and assist other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines. 
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities. CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment.
• Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.

Desired Qualifications

• Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Analytical skills
• Knowledge of computer theory, various operating systems, and applicable operating system software knowledge, Networking in a Windows, Unix or Novell environment.
• Basic automation functionality on assigned equipment set. Develops technical proficiency in understanding automation with exposure to various systems.
• Preventive Maintenance (PM) aspects of assigned equipment set.
• PM work can be done with instruction of a manager or senior engineer.
• Must successfully complete ongoing technical training to acquire a thorough knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.
• Microsoft Office suite proficiency is required.
• Attainment of Certification Level 2 or PM Training. Basic proficiency in systems level repair of a product within a family is required.
• Basic Semiconductor industry process knowledge required. KLA class for Introduction to semiconductor processes will be provided.
• Good interpersonal/communication skills in understanding customer needs. Ability to work under pressure and with stringent timelines since the system is down for service and may affect customer manufacturing area.
• Ability to troubleshoot issues/failures in software and electronic systems.
• Experience on KLA based systems

Minimum Qualifications

Bachelor's Level Degree and 0 years related work experience

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Total Rewards

Base Pay Range: $25.15 - $42.75 Per Hour
Primary Location: USA-OR-Hillsboro-Beaverton-KLA

KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.

Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

Use of AI Statement 

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person—is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

Equal Opportunity Statement

KLA is proud to be an Equal Opportunity Employer. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] or at +1-408-352-2808 to request accommodation.

For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website.